Strategies For Success: Transforming Challenges Into Achievements In Home Healthcare

Vannett possesses qualities such as intuition, a strong work ethic, adaptability, a strong sense of empathy, and professionalism. Her main goal has always been to promote beneficial transformation. Throughout her career, she has held diverse positions such as Continuous Quality Improvement Coordinator, Educator, Assistant Director of Care, Director of Care, and even fulfilled the duties of an Executive Director.

Could you tell us about the journey you've had so far and your roles and responsibilities at Extendicare?

I am an internationally educated nurse who received my education in the United Kingdom and began working in Long-term care in Canada in 2004. Throughout my career, my philosophy has always been focused on fostering positive change. This change encompasses the evolving needs of the elderly population we serve, the community, and the growth and development of the nursing staff. My dedication lies in seeing both the nursing staff and the services we provide reach their highest potential. During this time, I have held various roles, including Continuous Quality Improvement Coordinator, Educator, Assistant Director of Care, Director of Care, and assumed the responsibilities of an Executive Director for approximately six months.

During my tenure as the Director of Care at West Park for the past four years, my goal has been to see excellence within the home evolve and ensure the residents' happiness. The home had some challenges initially, and my aim was to bring about positive change. I am proud to say that I have witnessed a noticeable improvement in resident satisfaction, family happiness, and overall customer service across the home. I firmly believe that we are a center of excellence by actively participating in research initiatives, collaborating with local community colleges and universities to train students, and subsequently hiring some of these students to contribute to the ongoing excellence within the home.

Over the past year, I successfully completed my executive director certification, and I have witnessed tangible benefits for both the home and its residents. My commitment to quality is evident in the positive impact this certification has had as it allowed me to extend my skills and my knowledge to improve quality in the home. The home is West Park Long-Term Care, a 200-bed facility owned by West Park Healthcare Center situated in the heart of Toronto.

What are some of the major challenges in the home healthcare industry, and how have you, as a leader, pivoted your strategy?

One of the persistent challenges that Long-Term Care faces is the issue of staffing. Several years ago, our organization heavily relied on agency staff, which posed significant challenges to resident care. Determined to address this issue, my objective was to eliminate the dependence on agency personnel. We successfully achieved this goal for a period, but the onset of the Covid-19 pandemic forced us to reassess our strategies.

During this time, our recruitment approach underwent significant changes. The primary focus remained on hiring staff with the intention of ensuring success within our organization. The orientation process at our organization underwent a significant transformation.

We performed intentional hiring for specific positions, allowing new staff to receive orientation tailored to their roles. This approach provided them with the opportunity to express their comfort levels in their assigned positions and whether they were capable of working independently. Consequently, this strategy led to a decrease in resignations, as employees were well-informed about their roles from the start.

Over the years, we continued along this trajectory and when the staffing challenges posed by the Covid-19 pandemic affected many homes, our home stood out as one that required minimal external support. During that critical period, we utilized agency staff minimally, as the majority of our team members were well-acquainted with their responsibilities. The challenge in itself turned into a success story for our organization.

Currently, we do have some challenges, but there is a sense that we are overcoming them. As Long-Term Care continues to change and evolve, it is crucial for us to adapt and evolve accordingly. During a recent meeting, we discussed our vision for the future of Long-Term Care. One idea that I personally love is the inclusion of gyms in Long-Term Care because there are fit seniors coming to our facility. In addition, we proposed the establishment of various clubs and the integration of technology to cater to computer-literate seniors. This forward-thinking approach aims to enhance the well-being of the seniors in Long-Term Care and allow them to contribute actively to the services provided. With doctors and executives also becoming a part of Long-Term Care, there is a growing need for services that stimulate and keep their minds active over time.

Can you provide insights into the anticipated developments in the home healthcare industry in the coming years, and elaborate on your strategic approach to proactively align with and stay ahead of these trends?

In the future, I anticipate improvements in staffing. However, as we strive to reshape the direction of Long-Term Care, it may be essential to reconsider the roles we assign to staff dedicated to the well-being of seniors. Currently, at Long-Term Care, we have a recreation department and staff trained in various activities that the current seniors appreciate. Looking ahead, it becomes imperative to reassess the different skills required for recreation staff, given that the upcoming senior population may have different needs and expectations than those of today.

So I believe the training for recreation staff should evolve to ensure they are equipped to meet the needs of the seniors that are coming into Long-Term Care. Traditional activities like bingo, which are currently popular, may undergo significant transformations in the days to come.

Any specific piece of advice that you'd like to share with your fellow peers or other industry leaders?

I believe in maintaining an open-minded perspective, recognizing the dynamic and evolving nature of the market. Embracing openness to current realities and being receptive to upcoming changes will enhance the support provided to seniors in the market.